At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better. 

We are looking for a Senior Customer Success Enablement Manager to help us scale the skills, expertise, and revenue impact of our Customer Success team. They’ll drive the learning strategy and strategy for our CSM team,  as well as build for critical customer success initiatives. The ideal candidate brings energy, creativity, and deep expertise in former customer-facing roles to develop a world-class customer success enablement program.

About the role 

• Location: Remote-first (United States; BC & ON, Canada)
• Full-time
• Permanent
• Exempt
• The ranges provided are the inclusive role’s Base Salary only.  This role will also be eligible for an annual bonus of up to 15% of the Employee’s annual salary based on Management By Objective (MBO) performance goals and/or targets set by the employee and their direct supervisor. This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate’s market location,  job related experience, knowledge, qualifications, and skills. 
  • United States  (all figures cited below in USD and pertain to workers in the United States)
    • Zone A: $140,000 - $193,000
    • Zone B: $133,00 - $183,400
    • Zone C: $126,000 - $174,000
  • Canada  (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
    • $158,400 - $218,900

Benefits/additional compensation for this role may include: equity, retirement plans; health benefits; and wellness stipends. Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Reporting to the Manager, Revenue Enablement

As a Sr. Customer Success Enablement Manager, you’ll … 

• Run, update, and optimize our onboarding programs for our two core CS roles: Customer Success Managers and Technical Architects
• Develop and manage our CS learning and skill development curriculums
• Collaborate with frontline managers and executive leadership to document best practices, establish coaching frameworks and success measurements
• Proactively engage with cross functional teams and SMEs to build and deliver world-class product and skill development trainings, content, and programs

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you 

Requirements:

• 3+ years of experience in customer-facing roles, ideally in marketing SaaS, design SaaS OR an agency setting.
• 2+ years of experience designing and facilitating online training and learning (e.g. enablement programs, peer trainings, product demonstrations, customer workshops)
• Prior experience in one or more of the following areas: Webflow, marketing technology, web design, and/or web development
• Exceptional customer presentation and communication skills

You’ll thrive as a Sr. Customer Success Enablement Manager if you:

• Proactively drive solutions in ambiguous settings
• Enjoy a fast-paced environment with multiple stakeholders, collaborators, and simultaneous projects
• Effectively balance competing priorities and make decisions based on data

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

Benefits & wellness

• Equity ownership (RSUs) in a growing, privately-owned company
• 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
• Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, smart work, and professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
• Discounted Pet Insurance offering (US only)
• Commuter benefits for in-office employees

Be you, with us

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor. 

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please reviewWebflow’s Applicant Privacy Notice. 

The Role: 

Imagine a solution that will predict for your customers (with an 85% accuracy) who is going to buy, what they’ll buy and when.  As a Customer Success Manager at 6sense, you’ll be an instrumental player to our growth as we build upon the success we’ve had delivering predictions for enterprises like Cisco, Dell, Zendesk and Box.  We will trust you to own high profile customer relationships, ensure customer adoption delivers measurable results and create a culture of customer success at 6sense.

The Responsibilities: 

We’re in the high growth stage of building our customer success team. We’re looking for process-oriented people who have an intrinsic drive to be successful; who have a track record of building customer advocates in technical product environments; who have a passion for B2B buyers, their businesses and what 6sense means to their success and who can think critically about driving customer growth and building our organization.  This is a unique opportunity to help shape and accelerate our success.

 As an Enterprise Customer Success Manager, you will be responsible for actively managing the happiness and renewal of a portfolio of assigned 6sense customers.  Responsibilities include

• Partnering with a 6sense technical CSM to manage customer onboarding, product rollout and training
• Working closely with customers to ensure 6sense is being adopted into their teams’ daily workflow, generating positive ROI and growing lifetime value for 6sense
• Maintaining visibility into product performance and customer feedback to communicate with CS and other teams. Work closely with customer and internal teams to resolve issues promptly and minimize customer churn
• Identifying areas for customer growth: additional use cases for 6sense data and new business units with revenue potential for 6sense
• Building customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content
• Becoming an expert on the 6sense predictive engine, including implementation and how use cases of 6sense connect to top business goals and requirements 

Customer Success Managers will represent the voice of the customer at 6sense and work closely with internal teams to create a company-wide culture of Customer Success.

• Be an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap
• Partner with sales for pre-sales questions and demos; share customer stories and help develop marketing collateral
• Identify opportunities for continuous improvement - within accounts, across CS team and across 6sense
• Ability to juggle multiple projects, prioritize, and scale 

We are creating a different kind of company.  If this sounds like a breath of fresh air and a place where you’ll thrive as you take your success to the next level, we should talk!  

Your Experience:

• 5+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company, where you developed strategies on assigned accounts to fully leverage technology solutions
• Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams
• You have led projects from conception to closure, and have experience leveraging internal resources to get things done.
• Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus
• Strong analytical and communications skills 

Base Salary Range: $117,00 to $179,400. The base salary range represents the anticipated low and high end of the base salary range for this position.  Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote

At Vidyard, we make life easier for sellers, marketers, and corporate communicators. Our video messaging tools, digital sales room platform, and other products are used by Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers, our teammates, our communities, and ourselves.

About the Role

Vidyard is looking for a Customer Success Manager to join our Customer Success team. Reporting to the Manager, Customer Success you will ensure customers gain the full value of the Vidyard platform throughout their entire lifecycle by being the main point of contact for small to medium key accounts customers in our customer base. This includes managing and establishing senior-level relationships within your assigned book of business to build advocacy for Vidyard within our customers’ organizations while driving adoption. 

This is a remote role open to candidates located in Canada.

About the Team

This role will sit on our team of 6 CSMs and CSAs, working with a varied customer portfolio across North America and EMEA. We work to ensure the fastest possible time to value for our customers after they have purchased a Vidyard solution, as well as to ensure our customers continue to receive value from their investment over the life of our partnership. We are accountable for delivering predictable results to our business, acting as the voice of the customer within the company, and putting the customer at the centre of all of our efforts.

What You’ll Work On

• Assist with the implementation of Vidyard for new customers helping them to reach critical adoption milestones
• Regularly assess the health of customer accounts to highlight key opportunities and potential growth areas concerning video
• Serve as the customer advocate to ensure product feedback is passed to the development team
• Work with the technical support team to ensure customer issues are addressed, and support materials are accessible
• Share best practices and strategies for managing, publishing, optimizing and tracking video content
• Help to create, manage and implement customer success initiatives (coordinate with other teams as required), including:
•   Customer newsletters
•   Totango tracking
•   User nurture emails and new feature announcements
•   Surveys
• Client services – Coordinate video migrations, account organization, custom development efforts and more )
  
  

As a Customer Success Manager You Can Expect to:

• Learn the Vidyard product top to bottom to ensure you can support customers in their video strategy 
• Work with customers ranging from Series A startups to large industry players.
• Collaborate with departments like Sales, Customer Support, Product, Legal, Finance, Marketing
• Problem-solving complex customer needs to drive the best results for both the customer and for Vidyard
• Progress along individual contributor or leadership career paths depending on your career objectives

What You’ll Bring to this Role and Your New Team:

• 3+ years experience in a customer success or account management role 
• Previous experience in a B2B SaaS environment is preferred
• Excellent problem solving skills
• High degree of resourcefulness, flexibility and adaptability
• Excellent verbal, written and interpersonal communication skills
• Experience managing relationships with multiple enterprise level accounts
• Ability to discuss business needs and goals with all levels of customers
• Ability to learn quickly in a fast paced environment and balance multiple projects

Our Tech Stack

• Vidyard
• G Suite
• Salesforce
• Totango
• Gong
• Looker

Job descriptions can be overwhelming. At Vidyard we are motivated to drive change together and deeply value the unique experiences, abilities and opinions you possess, so if this role sounds like your next adventure, but you don’t feel entirely qualified, apply! We value candidates who own it, and if you’re relentlessly resourceful too, you might be exactly who we are looking for. 

As we also value user obsession, we prioritize our users, customers and community so you can expect to hear from our team even if you are not selected to move forward.

What You’ll Love About Vidyard:

• Competitive pay
• Comprehensive, flexible benefits on day one*
• Wellness allowance to spend on what's important to you 
• Flexible hours + unlimited vacation + programs to support travel while working, enabling you to live your best life
• Access to Inkblot, a digital mental health platform + $1,500/person/year for mental health coverage*
• Allowance to support your ongoing growth and development
• Parental leave top-up
• Paid volunteer hours
• Employee resource groups to empower and drive change at Vidyard and in our communities
• RRSP match*
• Stock options
• Flexible holiday program
• Home office stipend 
• Flexibility to work in the place that brings out your best: whether you thrive in the comfort of your home office, or are local to, and prefer the energy of our collaboration space in Kitchener, Ontario, Canada, there is flexibility for all.  Although we default to remote-first there will be occasional in-person meetings/events purposefully designed for connection and collaboration.

*Benefits described are Canadian specific.

We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Unsolicited resumes from Agencies will not be accepted.

Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at recruitment@vidyard.com.

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better. 

Our Customer Success team plays a vital role in advising and guiding a diverse range of Enterprise customers, ensuring a successful launch with Webflow and continually achieving their business goals and maximizing their investment in Webflow. We are the main point of contact for Webflow's strategic customers throughout their customer journey, including onboarding, adoption, maturity, and renewals.

We’re looking for a Senior Customer Success Manager to help drive value for a strategic set of Webflow’s Enterprise Customers. Partnering closely with Webflow's Account Executives, Solutions Engineers, and Technical Architects, our Customer Success Managers (CSMs) work cross-functionally to identify opportunities where existing customers can grow their usage of Webflow or identify new use cases to leverage our capabilities. As trusted advisors to our customers, CSMs are consultants, project managers, product evangelists, as well as thoughtful advocates for our customers and their priorities.

About the role 

• Location: Remote-first (United States - Pacific & Mountain Time Zones; BC, Canada)
• Full-time 
• Permanent 
• Exempt status (Relevant to US only)
•  Our cash compensation amount for this role ranges depending on the cost of labor of the geographic area. The ranges shared below may change if you are hired in another geographic location. 

• • United States  (all figures cited below in USD and pertain to workers in the United States)
    • Zone A: $152,000 - $209,000
    • Zone B: $144,000 -  $198,600
    • Zone C: $137,000 - $188,000
  • Canada  (All figures cited below in CAD and pertain to workers in BC, Canada)
    • $172,100 - $237, 200

For sales roles, the ranges provided are the role’s On Target Earnings (“OTE”) ranges, meaning that the ranges include both the sales commissions target and annual base salary for the role. This salary range may be inclusive of several career levels at Webflow and will be narrowed during the interview process based on a number of factors, including the candidate’smarket location, job related experience, knowledge, qualifications, and skills. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Reporting to the Senior Manager, Customer Success

As a Senior Customer Success Manager, you’ll … 

• Establish a trusted advisor relationship across your customer’s organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services.
• Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Webflow; nurture relationships with influential stakeholders and empower them to be Webflow champions.
• Drive account strategy to help customers understand how Webflow can most effectively power their entire Web footprint, while creating a success plan that aligns internal Webflow teams (i.e. Product + Sales) to external customer objectives. 
• Provide enterprise customers with guidance on launching and optimizing their Webflow deployment following web development best practices.
• Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows.
• Conduct executive business reviews to assess progress against the customer’s desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Webflow on the customer’s business.
• Collaborate with the Renewals Management team to drive renewal outcomes, while accurately forecasting to senior leadership the predicted outcome of the renewal process across your book of business.
• Partner with Technical Architects to ensure customers are able to build scalable sites..
• Consistently report information from customers back to the business in the form of notes, recordings, summaries, action plans (and others) using a variety of systems and tools.
• Collaborate with Service Providers that are engaged with our customers to ensure alignment and successful outcomes
• Act as the voice of the customer with the Webflow product team, helping shape the evolution of the product.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you 

You’ll thrive as a Senior Customer Success Manager if you:

• Have a consultative approach; able to navigate complex business needs and requirements
• Prior Customer Success or Account Management experience, with a SaaS company or digital marketing agency. (5-6 years of relevant experience preferred)
• Exceptional communication skills. You will be expected to have advanced writing and presentation skills that allow you to effectively communicate complex topics and points of view.
• Have strong business acumen - you are familiar with using a variety of tools and resources to gain deep knowledge of a customer’s needs (10ks, industry reportings, news alerts, etc).
• Have excitement for learning a very technical product across a variety of use cases.
• Have significant experience managing a book of high-value customer relationships in post-sales or deployment services, able to drive customer success and align within complex customer environments at executive and department levels.
• You have bias for action and work effectively in a highly ambiguous, ever-changing environment. 
• Are a driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support Webflow, the team, and the customer.
• Exceptional organizational, note taking, project management, and time management skills.

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

Benefits & wellness

• Equity ownership (RSUs) in a growing, privately-owned company
• 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
• Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (where local requirements are more generous employees receive the greater benefit), and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support health and wellness, smart work, and professional growth
• Professional career coaching, internal learning & development programs
• 401k plan and pension schemes (in countries where statutorily required) financial wellness benefits, like CPA or financial advisor coverage
• Discounted Pet Insurance offering (US only)
• Commuter benefits for in-office employees

Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks unless otherwise required by law.

Be you, with us

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor. 

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please reviewWebflow’s Applicant Privacy Notice. 

The role: 

• As a member of our Customer Success team, the Mid-Market Customer Success Manager will be the go-to partner for district leaders and manage a portfolio of our mid-market accountsin the Northeast.
• Reporting to the Manager of Strategic Customer Success, you will work with districts to identify their goals and intended use with Newsela, and will build out a partnership plan to achieve those goals.
• You’ll leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion. 
• You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle.
• You will partner closely with our Professional Learning team to ensure professional development training is meeting the specific needs of your clients.

Why you’ll love this role:

• You’ll have the opportunity to directly influence how district administrators engage with Newsela.
• You will get to represent the future of education, enhance how districts and teachers engage with students, and provide time-saving approaches that allow educators to design customized learning for different levels of learners. 
• You will build partnerships that are outcome oriented and always focused on achieving client success criteria while making Newsela an embedded part of a district’s curricular strategy.
•  Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers.

Why you’re a great fit:

• You have 3+ years experience managing a portfolio of accounts and have demonstrated the ability to drive revenue through growth, retention, and expansion.
• You are meticulous about understanding your clients’ goals and are their biggest advocate in ensuring they achieve them.
• You are experienced in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals.
• You leverage your strong product knowledge and regional expertise with your relationship building skills to make yourself a trusted partner that clients love working with.
• You have a mastery in strategically planning and executing your client interactions, regularly checking the pulse and proactively reaching out to them to ensure satisfaction and renewals.
• Gainsight and Salesforce (SFDC) experience is a plus.
• Experience owning renewals as a CSM at an EdTech company is strongly preferred.
• This role is based in EST or CST, working remotely.

Compensation:
Base salary: $75,000 - $80,000
On-target commission: $20,000
On-target earnings: $95,000 - $100,000

Total compensation for this role also includes incentive stock options and benefits. 

About Newsela:

Newsela takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers and 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, and attached to activities and reporting that hold teachers accountable for instruction and students accountable for their work. With over 15,000 texts on our platform and multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose.

Why you’ll love working at Newsela:

• Health & Wellness:Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul.
• Work From Home:Almost all of our roles are fully remote - tech stipend included!
• Supporting ALL Families: Supplemental programs and time off to take care of your family and yourself.
• Time Off:Flexible PTO to recharge, including Sabbatical Leave
• Inclusive Experiences:Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes.
• Professional Development:Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality.
• Make A Difference:No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.

Disclaimer: Please be aware of recruitment phishing scams affecting Newsela and other employers. Newsela does not use third party services for full time hires. Our recruiting emails will come from an @newsela.com email address. You can reach out to jobs@newsela.com if you have concerns about the legitimacy of an email sent by or on behalf of Newsela’s talent acquisition team. Newsela will never ask for financial or banking information from candidates, nor will you be asked for any type of payment as part of consideration for employment with Newsela.

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin and Portland and a remote workforce. Customer Success Specialists work with our customers every day to ensure that they are achieving success with our platform.

We are looking for a Manager of Customer Success that is passionate about helping entrepreneurs stand out and succeed in a constantly evolving marketplace. You will create strategies that promote customer success and engagement for add-on products and services offered by Squarespace. In addition to this, you monitor the effectiveness of the greater Customer Success team and support Team Leads in forming a high performance team culture.

You will report to a Director of Customer Support.

You'll Get To…

• Manage and oversee the operations for a team of Customer Success Team Leads and Specialists.
• Provide coaching and expertise to help teams achieve their performance targets.
• Optimize the customer journey by shifting from a reactive support operation to a proactive success-drive approach.
• Form relationships with CRM, Product Marketing, Help Center and Customer Operations Analytics teams to size new opportunities and identify prospects for success initiatives.
• Implement strategies to increase revenue by increasing sales of product add-ons and product engagement to existing customers.
• Partner with Customer Operations Analytics to build KPIs to attribute conversions and adoptions to specialists' performance.
• Prepare reports for Senior Leadership and Finance to demonstrate measurable results with incremental ROI product adoption rates, and customer satisfaction scores.
• Create a compensation plan to incentivize specialists to upsell, cross-sell, and mitigate churn.
• Explore sales engines and tools that map trends, report statistics, and make predictions for specialists.

Who We're Looking For

• 5+ years of Customer Success experience in early stage growth companies
• 2+ years of experience managing a Customer Success team with performance and revenue goal achievement
• Understand how technology solutions can improve the effectiveness of the Customer Success team
• Lead conversations that drive business for both parties and move the relationship forward.
• Experience developing strategies, translating them into initiatives and tracking delivery
• Operational excellence in inferring insights from customer data, process development and improvement, problem solving, communication, delegation and planning
• Experience in Sales operations and streamlining processes for Customer Success teams a plus

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $102,000 - $173,500 USD

The base salary for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.